| This help guide is currently only available in English. If you require clarification on any of the below, please contact our Support team who will be happy to assist. |
Setting up your GoCardless account
- How do I create an account?
- Which package is right for me?
- I would like to move my existing customers over to GoCardless. How do I do this?
- I have customers in multiple countries. How do I add more Direct Debit schemes to my account so I can use GoCardless to charge all of them?
- How do I add multiple users to my GoCardless account?
Account security
- How do I reset my password?
- How do I enable two-step sign in on my account?
- I'm not able to complete the two-step sign in flow. How can I recover my account?
Completing the verification process
- What business types do you serve?
- What documentation am I required to provide?
- Why do you require company Director and shareholder information?
- Can I use the same document for two verification checks?
- How do I verify my bank account?
- Who should I contact if I need help with the verification process?
Setting up your GoCardless account
You can sign up for a GoCardless account here. If you need to change the language of the sign up form, you can do so via the dropdown language menu in the top right of the page.
Please note that the form isn't available in all languages, however we do plan to increase language availability in the future.
Which package is right for me?
This will depend on the needs of you and your business.
Our Standard package is our simplest solution and comes with no monthly fee. Payments are processed through GoCardless' shared Direct Debit scheme identifiers and so your customers will see "GoCardless" as part or all of the reference on their bank statements.
Our Plus package offers the added benefit of having your own Direct Debit scheme identifier so that your business name appears on your customers' bank statements.
Our Pro package also gives you the benefit of having your own Direct Debit scheme identifier, but in addition allows you to use your own custom payment pages and/or notifications and provides the option to collect customer details by offline methods.
You can find out more about our packages on our pricing page here.
Please note that packages apply to each Direct Debit scheme independently and as such, the Plus and Pro monthly charges apply to each scheme individually. You are not required to be on the same package for each Direct Debit scheme you have enabled on your account.
I would like to move my existing customers over to GoCardless. How do I do this?
If you have existing customers you're charging by Direct Debit via another bureau or bank, we may be able to work with you to bulk change your customers Direct Debit authorisations (mandates) over to GoCardless. There is a minimum requirement for us to be able to provide this process, please get in touch with our Sales team using this form if you would like to discuss this option.
If Direct Debit is a new payment solution you wish to get your customers signed up to, you will need to send them Direct Debit authorisation requests directly from your GoCardless account.
I have customers in multiple countries. How do I add more Direct Debit schemes to my account so I can use GoCardless to charge all of them?
First, we recommend checking our Schemes section to ensure the region you wish to collect payments from is available through GoCardless. We are working hard to increase the number of schemes we offer and this will be updated as more are launched.
If the scheme/region you wish to add is available, please read our article on Collecting from multiple regions and then, when you're ready, submit a request to have the relevant scheme enabled on your account here.
How do I add multiple users to my GoCardless account?
Additional account users can be added via your GoCardless dashboard team settings, found here. Simply click the green Add new user button in the top right, enter the user's details, and then when you're ready, click Create user.
Account security
You can request a password reset link to be sent to the email address linked to your GoCardless account here.
Alternatively, if you simply wish to change your password and can still access your account, you can do so via your account User Settings.
How do I enable two-step sign in on my account?
Two-step sign in can be enabled on your account User via the User Settings section of your dashboard. To enable this feature you will be required to enter your mobile phone number and then be prompted to enter a code sent to your phone via SMS (text message).
I'm not able to complete the two-step sign in flow. How can I recover my account?
Please email our Support team at help@gocardless.com, who will be happy to help you regain access to your account.
Completing the verification process
What business types do you serve?
We can currently onboard Slovenian limited companies (Družba omejeno odgovornostjo (d.o.o.)).
What documentation am I required to provide?
For Slovenian companies we require:
- Evidence of your company registration with the AJPES (Agency of the Republic of Slovenia for Public Legal Records and Related Services)
- Proof of identity for a named Director of the company
- Proof of same Director's name and address
- List of all shareholders with a 25% or more share in the business
Please note that some of the required checks above may be completed automatically. If this is not possible, our verification team will get in touch to let you know what is required.
Why do you require company Director and shareholder information?
In line with financial regulations, we must collect the names and dates of birth of all company officials, and all Ultimate Beneficial Owners. We need to collect these before we can process any payouts of funds to you.
Can I use the same document for two verification checks?
We are not able to accept the same document for two verification checks. For example, if you were to upload a copy of your driving licence or national identity card as proof of address, we would not be able to accept this same document as proof of identity.
How do I verify my bank account?
To verify your payout bank account we ask that you make a €0.01 (minimum denomination) payment transfer to our verification account via your online banking, using a specific reference that we provide to you.
You will be sent the details of our bank account, along with your unique verification reference, via email when you add your payout bank account. These details are also available to you in your account settings under Step 7: Verify Payout Bank Account.
Once you've made the verification payment, it may take up to two working days to be verified. Providing your bank account details match what we were expecting, your bank account verification will automatically update to verified. If there is a discrepancy in the details we receive, a member of our verification team will be in touch to assist you in completing this step in your verification process.
Please note that, depending on the scheme you're adding your bank account for, we may instead ask you to upload a copy of a recent bank statement. This will need to be issued no more than 6 months prior to the date GoCardless receives it.
Your bank statement must include all of the following:
- Account holder name
- Account number
- Branch / sort code (if applicable)
- Date issued
This should be uploaded directly to your GoCardless account. For security reasons, please do not email it to us.
Who should I contact if I need help with the verification process?
Please send an email to verification@gocardless.com and our team will be happy to advise on how to complete the process.